ICMI's Customer Management Insight - September 2007 - (Page 18) INDUSTRY RESEARCH www.icmi.com/ccko Need knowledge now? Go to the best place on the Internet for fast help with your call center management needs. Learn how to implement call center management solutions that really work! 22 percent citing it as a major cause of attrition. (According to the study, the average starting salary for new agents is less than $28,000.) In addition, the lack of opportunity to move up the career ladder was marked, on average, as being the greatest cause of staff attrition. (See the table below for the top causes of attrition.) As the report points out, a considerable concern about these figures is that “although most contact centers admit that attrition is a problem for them, there is no agreement on why staff are leaving in such numbers. As such, how is it possible for the industry to address this issue in a coherent and effective fashion?” Source: The U.S. Contact Center Operational Review, www.contactbabel.com Causes of Call Center Staff Attrition Mean Avg. Score from 10 5.3 5.1 5.0 4.9 3.8 3.5 3.2 2.7 % Reporting This as Major Issue (8+/10) 13% 22% 19% 16% 7% 7% 8% 5% Cause of Attrition Lack of opportunity for promotion or improvement (e.g., qualifications) Low pay/competition from other contact centers Repetitive work Pressure and monitoring by management Abusive or unpleasant calls Lack of support for agents High numbers of short-term staff (e.g., students) Poor working environment Source: The U.S. Contact Center Operational Review icmi’s insight www.icmi.com | SEPTEMBER 2007 18 http://www.icmi.com/ccko http://www.contactbabel.com http://www.icmi.com
For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.